- The Beryl Institute
To develop the Institute's definition of patient experience, we formed a work group of patient experience leaders from a cross-section of healthcare organizations. The group shared perspectives, insights and backgrounds on what patient experience means to them and collaboratively created this definition. We believe it provides a terrific starting point for the conversation around this important issue.
Critical to the understanding and application of this definition is a broader explanation of its key elements:
|Interactions||Culture||Perceptions||Continuum of Care|
|The orchestrated touch-points of people, processes, policies, communications, actions, and environment||The vision, values, people (at all levels and in all parts of the organization) and community||What is recognized, understood and remembered by patients and support people. Perceptions vary based on individual experiences such as beliefs, values, cultural background, etc. ||Before, during and after the delivery of care|
Industry leaders are applying this definition:
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